Finnish Team Lead

Anthony Murphy
Job Ref
  • Based in Tallinn, Estonia
  • At least 1-year experience in leading a team
  • Assistance with relocation
  • Manage and evaluate the performance of the Customer Service Team;
  • Provision of the first point of contact for all customer escalation issues and tickets;
  • Development and documentation of efficient processes to support monitoring and delivery of KPI's;
  • Effective employee training;
  • Development and management of the Knowledge Base and FAQ’s;
  • Delivery of timely reports to management;
  • Collaboration with the Marketing Department to ensure quality in promotions and campaigns;
  • Management of the team's shifts schedule;
  • Delivery of consistent service by ensuring coverage during team members’ seasonal or sick leave.;
  • Recruitment and onboarding/offboarding;
  • Guide and assist Customer Service Agents to ensure the highest service standards are met;
  • Assisting Customer Service Agents from time to time during out-of-office hours;
  • Support to create a great working atmosphere and culture;
  • Promote customer engagement throughout Customer service teams;
  • Attending and presenting Service meetings with the Customer Service team and relevant stakeholders.
What do you have to offer?
  • At least 1-year experience in leading a team;
  • Previous experience in iGaming is a plus;
  • Previous experience in AML and Responsible gaming is a plus;
  • Fluent in Finnish and English (other languages are a plus);
  • Previous experience of working in a contact/call center;
  • Highly organised;
  • Exceptional leadership skills;
  • Excellent communication skills;
  • Great motivation skills;
  • Service-minded;
  • Proactive personality;
  • Flexible.
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Anthony Murphy
Senior Consultant
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